End-of-Life Notice

Announcements
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Introduction

Purpose

The purpose of this Article is to provide notice to our customers about the Kore.ai Product versions (On-premise Deployments) reaching their end of life. And, Kore.ai’s role in supporting customers through the end-of-life phase of products and services.

Scope

The scope of this Article is applicable only for the following:

Deployment Type:

  1. On-premise Deployments
  2. Private Cloud Deployments

Products and Versions:

  1. Kore.ai XO Platform (Up to v9.3.x version, inclusive)
  2. Kore.ai SmartAssist (Up to v2.2.2 version, inclusive)
  3. Kore.ai AgentAssist (Up to v2.2.2 version, inclusive)

Objectives

  • This Article outlines the guidelines and procedures related to the lifecycle management of our products, services, and software solutions.

  • It addresses the critical phase when a product reaches its end of life and details the support, transition, and discontinuation processes.

  • This Article sets clear expectations for our customers and stakeholders regarding the duration of support, available support levels, security measures, and the plan for transitioning to alternative solutions when a product or service nears its EOL date.

  • It also highlights the importance of data management and legal compliance during this phase.

End-of-Life Policy

End-of-Life Timeline

The standard support for on-premise deployments of all Kore.ai products and solutions is 18 months from the go-live date of a product version on our cloud or until the release of 2 major versions, whichever is earlier.

Product Versions Reaching End of Life

In accordance with our standard as stated above, the following product versions will reach end-of-life on 30th of June 2024:

  1. Kore.ai XO Platform (Up to v9.3.x version, inclusive)
  2. Kore.ai SmartAssist (Up to v2.2.2 version, inclusive)
  3. Kore.ai AgentAssist (Up to v2.2.2 version, inclusive)

Starting 1st of July, 2024, the above mentioned product versions will not be eligible to get:

  1. Product support
  2. Feature updates
  3. Maintenance support

Transition Strategy

  • We earnestly request all our customers using on-premise versions of the above mentioned products to promptly initiate the process of migrating to our latest product offerings that are thoughtfully designed to meet evolving needs and industry standards.

  • By planning the transition to our latest solutions before the EOL date, you can ensure a seamless and hassle-free upgrade process, maintaining the continuity and efficiency of your operations.

  • For more details about our latest offerings, please visit our Release Notes website and get in touch with your Kore.ai’s point of contact to start the upgrade process.

  • We are committed to provide all the necessary support and resources to facilitate a smooth migration to our latest offerings, and our dedicated support team is readily available to assist you throughout this transition.

  • Please be informed that the said versions would have completed 18+ months since the time the GA versions were available in the market.

  • We will no longer be able to provide support for the said product versions as per the standard SLAs for the issues reported between 1st Jan 2024 and 30th June 2024. However, we will ensure to resolve these issues on a best-effort basis.

Contact Information

  • Should you require any assistance, have questions, or need further guidance in planning your migration, please do not hesitate to reach out to our Customer Support team or your Customer Success Manager.

  • Alternatively, you can reach out to Kore’s Release Management team (kore-releasemanagement@kore.com) for seeking more clarity on the EOL support related queries.

  • We are here to ensure your experience with Kore.ai continues to be both exceptional and productive.

Thank you for your continued trust in Kore.ai

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